IT Professional

Christopher Phynes

**** ********* *****, *****, ** 75023 • 213-***-**** • **********@***.***

Relocating to Texas

Help Desk Analyst / Desktop Support Technician

Customer Service • End User Relations • Desktop Servicing

Troubleshooting & Diagnostics • Apple Products • Mobile Technologies

Profile

Solid experience in information technology spanning technical support/help desk operations, mobile device administration, upgrades, repairs, system performance tuning, email account management, software training, and computer imaging.

Able to effectively collaborate with management, peers, and clients to achieve IT-related goals.

Constantly focus on optimizing system performance, reliability, and security.

Advanced capabilities in troubleshooting, diagnosing, and rectifying challenging technical issues.

Respected for resourcefulness, integrity, and ability to deliver high-impact results in a timely manner.

Proven strengths in back-ups, Active Directory administration, removing viruses, desktop analysis, and efficiently responding to user requests and issues; able to straightforwardly explain technical information to non-technical personnel.

Ensure high levels of customer satisfaction through congeniality, transparent communication, and ongoing cooperation.

Well-versed in multiple technologies and able to quickly master new programs.

Analyze, strategize, coordinate, and support projects to optimize productivity, efficiency, and use of limited time and valuable resources.

Committed to ongoing professional development and embracing new learning opportunities.

Professional Experience

CompuCom Systems, Plantation, FL, 2015 to Present

Software Asset Management Consultant

Effectively support client (Florida Power & Light / Next Era Energy) by ensuring rigorous compliance with partner vendors’ software licensing agreements.

Hold accountability for 15 software licenses spanning 25,000+ machines enterprise-wide.

Administer license purchases, software cancellations, and transfers in order to validate licensing during internal or external audits.

Coordinate purchase of software for individuals and departments through software distributor and licenses owned in bulk by client.

Promote cohesive efforts among help desk, desktop support technicians, system admins, information security, and management regarding software management and deployments processes.

Manage and maintain software licenses in SAP, Remedy, and Excel spreadsheets via tracking reports, install reports, and baseline reports.

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Professional Experience continued …

Insight Global Inc., Los Angeles, CA, 2014 to 2015

Help Desk Analyst

Provided comprehensive technical support to faculty, staff, and student workers at UCLA Jules Stein Eye Institute by setting up new systems, performing upgrades and installs, and maintaining mobile devices and phone systems.

Configured and administered Mac OS and Windows workstations, repaired or replaced hardware components, and installed and supported Microsoft Office, Adobe Acrobat, and other applications.

Methodically managed and maintained user accounts, email accounts, passwords (unlock and resets), and permissions including groups in Active Directory and Microsoft Exchange Server.

Walt Disney Studios, Burbank, CA, 2013 to 2014

Help Desk Analyst

Delivered immediate, high-urgency support to employees and contractors (remotely and onsite) to ensure and optimize business continuity.

Configured, troubleshot, and administered Mac OS X and Windows 7 platforms, VPN applications, phone systems, and peripherals such as printers and scanners.

Performed equipment refreshes, maintained trouble tickets, and collaboratively coordinated IT processes associated with office moves, build-outs, and relocations.

Apple Store, Los Angeles, CA, 2007 to 2013

Product Expert and Tech Support

Identified and assessed customers’ needs, recommended optimal solutions, and provided top-notch customer service to enhance store reputation while maximizing repeat business and loyalty.

Rapidly promoted to Lead Specialist based on exemplary technical acumen and leadership attributes, and charged with coaching, mentoring, guiding, and motivating team members.

Assisted Genius Bar (technical support) in serving clients and proficiently operated multiple CRM tools to create and close tickets, track repairs, access client histories, and review notes from technicians at other locations.

Technology

Mac OS and Windows platforms, Apple iWork, Google Docs, Microsoft Office, Remedy, Sys Aid, Spice Works, Service Now, Skype, LogMeIn, TeamViewer, Microsoft Remote Desktop, Parallels, VMware Fusion, Citrix Receiver, MS Exchange Server 2013, Microsoft Server 2012, Active Directory, SAP, currently studying full-stack web development (HTML5, CSS3, JavaScript, React.js, Node.js, Ruby on Rails, MySQL, PHP, Git, GitHub), Adobe Acrobat

Education

Collin County Community College, Plano, TX

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